January 2025
Improved digital tools and virtual care resources
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It was a busy 2024 at Aetna International. As part of their ongoing efforts to simplify the international health care experience, the company rolled out a series of enhancements for their members, customers and provider partners across several websites and virtual care resources.
AetnaInternational.com public website
As the front door to the company, it was important to make the newly redesigned AetnaInternational.com website more user friendly for all audiences. To accomplish that, the team focused on four key objectives:
- Align the layout to the Aetna website for a more consistent user experience
- Simplify the navigation
- Optimize for mobile viewing
- Update all site content to reflect their enhanced service delivery model
Now with a completely redesigned website, Aetna International members, customers, brokers, and providers can find the information they need more easily.
Enhanced secure site experiences for all key stakeholders
Through feedback received in member and customer surveys, and directly from providers, Aetna International didn't just focus on making these sites easier to navigate for each of their key audiences but on the overall functionalities that were most important to each of them too. At a high-level, these included:
Secure member website and mobile app
- Languages expanded to include Spanish, French, Japanese and Korean
- Google Maps API integrated into the provider search functionality
- Streamlined process for initiating direct pay to providers
Secure provider website
- Real-time notifications implemented
- Explanation of benefits and claim search results enhanced with more intuitive filtering capabilities
Secure employer website
- Simplified the interface for managing medical plan enrollments, transfers, reinstatements and terminations for subscribers and dependents
New and expanded digital tools and programs for members
Aetna International constantly assesses the suite of virtual care resources their members have access to. That assessment, as well as ongoing analysis of evolving care needs across the globe, prompted them to make several additions or enhancements.*
Inside the United States:
As an integral part of Aetna® and the CVS Health® family of companies, Aetna International is able to offer their members solutions that no other international carrier can. In 2025, members can expect more from these resources:
CVS Health Virtual Care™ and CVS Health Virtual Primary Care™: These services have been expanded to include no member cost share for all services, mental health services for ages 13+ (previously ages 18+), and expanded support for menopause-related concerns.
Aetna Smart Compare™: This provider search functionality, available when members log in to Aetna.com, highlights doctors, specialists and facilities that achieve high marks for quality and effective care. Now, this search functionality is being boosted by the power of artificial intelligence, organizing search results for the member based on their preferences and care history. For example, recommending doctors within a specific health system or who speak a specific language or are open on weekends.
In and out of the United States:
To manage a pregnancy or attempt fertility services while living in an unfamiliar country can be daunting. To better support their members across the world, Aetna International enhanced their global maternity program to include access to Maven, the world's leading virtual clinic for women's and family health.
More resources to support family building including Maven: With the foundational Maven program members get unlimited virtual appointments and messaging in their choice of 35+ languages, with providers like OB-GYNs, midwives, doulas, lactation counselors, infant sleep coaches, career coaches and mental health specialists. And, if it makes sense for their employees, Aetna International customers can add on additional fertility care services, too.
Continuing the momentum
When asked about these digital enhancements and virtual care expansions, Todd Lazar, President, Aetna International, commented, “We’re accomplishing what we set out to do. These examples reflect our dedication to continued improvement and showcase our commitment to simplifying the international health care experience. By combining cutting-edge technology with seamless user experiences, we’re empowering people to access critical information and resources with confidence and ease.”
*These enhancements are available depending on plan funding type and, as applicable, will become available to members based on their 2025 plan effective date. No member cost share for CVS virtual care services applies after the deductible has been met.